Conversation Insights Firm Lang.ai Raises $10.5m

Lang.ai, which helps CX teams draw insights from conversations, has raised $10.5m in a Series A round of funding. The money will help improve software to understand what each customer is saying at any point in their buying journey, and correlate this data with their purchase history.

Lang automatically tags every customer conversation in real time, enabling companies to extract more insights about their client interactions and resolve their issues through automation rules. The firm's platform is connected to existing help desk solutions and requires no code and no technical resources to get started. Uses include enabling firms to route tickets to their product operations team when launching new products, helping eCommerce brands automatically escalate cancelled orders to reduce fulfilment costs, and enabling brands to auto-respond to 'zero-touch' tickets through e-mail for issues where an agent is not required.

New funding has been led by Nava Ventures, with participation from new and existing investors including Oceans Ventures, Forum, Flexport Fund, and a number of individuals from AI-based companies including Google. Manish Patel of Nava Ventures, comments: 'Lang is pioneering an emerging category of companies that empower CX (customer service) teams to generate actionable insights and uniquely take action on those insights automatically. This turns CX from a cost center to a customer retention center'.

The firm, which is led by CEO Jorge Penalva (pictured), is online at www.lang.ai.com .